LensCrafters

After 4 attempts they are still…

After 4 attempts they are still defective. Never again. I am cutting my losses and will purchase elsewhere

Najlaa HusseinUnited States · 1 review · Experienced 2026-05-07 · Posted 2026-05-07

"Misleading Insurance and Poor Service" would be the English equivalent. It directly highlights the key issues.

Before two years ago, I bought Gucci glasses from this terrible place. At that time, customer service convinced me to pay extra for what they clearly told me was a 5-year insurance plan because Gucci glasses are expensive and I wanted peace of mind. Now, only two years later, I went back just to replace the lenses — not the whole glasses. The manager looked at my glasses and immediately told me I needed to replace the entire frame because “it might break soon,” even though my glasses are still completely fine. When I reminded her that I had insurance, she suddenly claimed that my insurance was only for ONE year and already expired. That is not what I was told when I paid for it. Someone there clearly lied to me just to take more money from me. On top of that, the treatment and customer service were awful. There is an employee named “Dee” who was extremely rude and disrespectful. I honestly do not recommend this place at all. They only care about taking your money, not helping customers. Be careful before buying anything from them.

Purchased glasses from Lenscrafters

Purchased glasses from Lenscrafters. Could only see clearly by tilting head down and looking through top of lenses. Took back to store and found they had miscalculated the focal point. Ordered new lenses but after awhile noticed scratches on both lenses. Went back but was told since after the 30 day period, nothing could be done. I would have thought the period would restart after the new lenses. Regardless, I'm not sure they included the scratch coating on the new lenses. Now stuck with scratched glasses. Back to Walmart or Costco. Never had a problem with their product.

Allan SmallwoodUnited States · 7 reviews · Experienced 2026-05-01 · Posted 2026-05-06

Lens coating is falling off after 18 months and they wont take ownership of it

I have been a customer for years and am disgusted with my latest transaction. I bought a pair of glasses with progressive lenses less than 2 years ago. At the time I got the 1 year warranty on breakage etc. A couple months ago I noticed something odd with one of the lenses. There is some sort of lamination on the lens that is flaking off. Its right where I generally look through in my line of sight. At first it looked like a scratch but has been gradually getting bigger. There is some sort of failure in the coating and its getting worse. When I spoke to an associate at the store she said "Oh how long have you had those?" and I told her about 18 months. She then said; "oh those usually last 3 years or so." She asked about how I clean them and if I work around heat or chemicals. I said I don't and that I only use lens cleaner occasionally and only use a glasses polishing cloth to clean the lenses. I told them I was willing to replace that lens and figured since this seems like a flaw we could work something out, ( reduced price, etc). I was told they would have to replace BOTH lenses and it would cost me over $800 to do it even with insurance. I couldn't believe it. I was a bit taken aback that there was no offer for some sort of discount. Then I started thinking about it more and and it really started to make me angry. What she said then clicked: 3 years. So you pay $800 and you might get 3 years out of them? That's pathetic. However it gets even better. I then sent an email to corporate Lenscrafters and got back canned AI generated responses stating their policies and how its past warranty.... Yes I know that but these lenses are falling apart after 18 months, that seems like a flaw in the materials that they are aware of considering what the store clerk told me on the phone. I had to back and forth with this AI bot answering me and I don't believe I ever got through to a REAL person. In the end they offered a slight discount on a whole new pair of glasses. Why? Why would I want another pair of their glasses if they are going to fall apart again and cost me MORE money? The AI would only continue to spout policy. Cold, non-human, zero empathy. I will never buy glasses from them again. I have been using them for over 30 years. Their AI BOT, and indifference to the problem I'm having has cost them a customer. If you get the extra coatings and what not on your glasses there you are out of luck if something happens to them. Even their warranty seems to skirt around lens integrity. Buy your glasses elsewhere. * Response to the LensCrafters AUTO AI response below* I have already done all this AI Bot. This shows how little they care about their customers. They just use AI Bot responses in here like they do for their customer service. This is beyond ridiculous. How does LensCrafters stay in business? The news media needs to be made aware as well as State Attorney Generals offices.

Horrible Customer Service

Ordered prescription sunglasses online without problems. Order status updated to "in progress" and I was excited in the anticipation of getting my new sunglasses on the delivery date I was given. After a week or so I started checking the status online. For several days there was no change in the status. Today I got online to check the status and it changed to... CANCELED!!!! No calls, no emails nothing to inform me that my order had been canceled. I called and very luckily got right through to a CSR. The very pleasant lady told me they canceled it because the prescription wouldn't work with the glasses I chose. Yet, the website allowed me to select them without any problems and in fact allows for even higher prescriptions. Fine, frames don't work I get that happens. But to allow the transaction to go through? And then to process it for almost 2 weeks? AND THE BIGGEST ISSUE, THEY CANT CALL/EMAIL THE CUSTOMER TO TELL THEM? So had i not been checking frequently I could have waited indefinitely!! I neeeeeded those glasses and now I have to find different frames and start the whole process again! Had they prevented the transaction to begin with or canceled it immediately and not 2 weeks later, I could have ordered new frames by now. BUT THEIR POOR CUSTOMER SERVICE prevented that. All I can say is never again and I will tell everyone I can to avoid LensCrafters online.

Linda HoganUnited States · 1 review · Experienced 2026-04-24 · Posted 2026-04-28

Pathetic service

Diane PerkinsUnited States · 1 review · Experienced 2026-02-09 · Posted 2026-04-23

My husband and I went to LensCrafters…

My husband and I went to LensCrafters and ordered some glasses but we thought the prescription might be wrong so the next day we went in and asked to get our money back. I paid $720 cash and put 450 something on my debit card. It's been since February 9 and now it is April 20 still have not received my money. They have the 30 day money back guarantee. I don't understand it. I didn't even get the glasses and they just give me the runaround About giving me my money back. I guess I'm going to have to take them to Small Claims Court. I don't know what else to do.

F AUnited States · 8 reviews · Experienced 2026-04-21 · Posted 2026-04-22

Glitches Galore!!!

A few weeks ago I scheduled an appt for an eye exam. I called today to confirm the appt that was made for tomorrow. I had to call multiple times as message stated to call back during business hours. My calls were during business hours. Finally I was able to speak with a representative. They had no record of my appt or even my name. The representative said there was an opening at the time I was told I had an appointment. I took it and then was sent a txt to confirm and was to have a link to fill out paperwork. The txt came but there was no link and the representative said then I would have to come in early to fill out the paperwork. I decided that this company was rife with glitches and decided to cancel my eye exam.

I received my order 21742889078952

I received my order 21742889078952 The right lens was made incorrectly with a minus not a plus prescription as was shown on my uploaded prescription. I took them back to the store and was told I would have to pay to have a new right lens put in. This was LensCrafters’s error not mine and I should not have to pay to get the correct glasses when I uploaded the correct prescription. LensCrafters has just lost my business, both current and future. The store shipped back my glasses for a refund, but I am out my time and having the correct glasses made, and will now have to buy them somewhere else.

Geena ChamiCanada · 1 review · Experienced 2026-04-15 · Posted 2026-04-21

We got a pair of expensive eye glasses…

We got a pair of expensive eye prescription glasses for my husband from white oaks London Ontario branch last July. Couple of months later we were away for few months my husband started experiencing issues with only the sunglasses. We went back to the store to explain the issue. The optician who helped us initially is Lia who said they will talk to branch manager, Kristie at whiteoaks mall and get back to us. The manager was away on a trip so we waited for a week then the manager contacted us but didn’t even investigate the issue. she started telling us lies after Lies. She lied about the type of the lenses then she lied about my husband calling the store on the same day we ordered it to upgrade to a better lenses which never happened since we are not knowledgeable on lenses. She then said we’ll fix them only if we pay extra money but they don’t guarantee it once we pay we can’t do anything about it. Basically we’ll pay the money and then throw it in the garbage. So we decided to do our own investigation to understand what kind of lenses they actually used verses what the manager is saying. We did our own investigation to find out she lied to us and that the lenses they used on both glasses are not what is written on the receipt and what the manager told us they used on the glasses. We will never go to LensCrafters at white oaks mall again and we’ll make sure to tell our family and friends not to do so. We will never go to LensCrafters at white oaks mall again and we’ll make sure to tell our family and friends not to do so.

Alan M.Canada · 3 reviews · Experienced 2026-04-18 · Posted 2026-04-18

I left my visit to LensCrafters today…

I left my visit to LensCrafters today feeling really frustrated. I went in hoping to get eye prescriptions for myself and my son, only to be told that they no longer provide regular eye prescriptions and are now only offering medical prescriptions. What makes this even more disappointing is that LensCrafters seems to distance itself from responsibility by saying the optometrists are not directly theirs. But if they are providing the space for these services, there should still be some minimum standard of service and accountability. From a customer perspective, that distinction does not make much difference. It feels like a cash grab. Charging $189 for an exam that takes about 10 minutes is incredibly hard to justify. Without a proper prescription, I cannot even move forward with getting new glasses, which defeats the whole purpose of the visit. A few years ago, my eye exam cost around $50, and now the price has nearly quadrupled. For families, this is becoming unreasonable. I honestly wonder how many hours someone has to work just to afford eye exams for an entire family of five. Overall, this experience was disappointing, frustrating, and far more expensive than it should be.

Horrible

In response to the bot's clearly copied and pasted response: I EMAILED YOU THE SAME DAY I WROTE MY REVIEW. This is case in point why your company is the worst. The company is full of liars and scammers. I ordered a pair of glasses that were poorly made and felt like I was looking out of a fishbowl. I returned them the next day. I called and spoke with multiple representatives who “assured” me that the claim submitted to my vision insurance would be cancelled and my benefits reinstated within 48 hours. It’s been 2 weeks and my benefits still haven’t been reinstated, so I called my vision insurance again, and this representative informed me that they were never notified, despite the last OUTSOURCED representative putting me on hold for 10 minutes while they supposedly spoke with someone at LensCrafters who confirmed the return and promised me that my benefits would be reinstated within 48 hours. The representative I spoke with today said there’s no record of that call. Extremely shady operations.

Jessica MUnited States · 1 review · Experienced 2026-04-15 · Posted 2026-04-15

Ordered a pair of prescription glasses…

Ordered a pair of prescription glasses from the lenscrafters website. They shipped within a day and I received an email that they had been shipped with a tracking number. However the tracking showed no information for shipping was available, over a week later I was getting concerned so I contacted UPS and they hadn't received the package. So I contacted LensCrafters, she told me my order had been lost in transit. To which I responded that couldn't be the case because ups never received the item. She then changed it to "lost in our mailroom." So basically they never shipped my glasses, forgot about the order and I had to contact them to get a replacement. Thanks it's not like I need these to see or anything.

Fashion Square Mall in Scottsdale, Arizona 85251

I purchased a Meta Ray-Ban frame and prescription lenses from LensCraft at Fashion Square Mall in Scottsdale, Arizona. I remain very disappointed with the service there. None of the customer service representatives seems knowledgeable about the products, and their behavior is unprofessional and disrespectful, especially when questioned about the misleading information provided. I spoke with a manager who outright accused me of lying. The staff at this location needs training, or the public should be aware of how they are treated. Please address this issue, as some of the treatment I experienced feels racially motivated.

esfnyacct.comUnited States · 1 review · Experienced 2026-04-09 · Posted 2026-04-10

Nose pad replaced quickly and for no charge

I went there to get a nose pad replaced on glasses that I bought 20 years ago at a different LensCrafter. They did it quickly for no charge, did not even seem to care whether they were from LensCrafter or another provider. They were super nice about it. I will definitely be going back there when when it's time for my drivers license eye exam and to finally buy new glasses ! Store is at 3rd Ave and 81st in Manhattan.

yamilet TorUnited States · 1 review · Experienced 2026-04-09 · Posted 2026-04-09

Hello so when I first went in for the…

Hello so when I first went in for the first time. It was so fast and easy, However when I came to pick up my glasses. That’s when they took a long time to get help getting my glasses home.

Caitlin at Ala Moana Mall is a godsend!

I stopped in at LensCrafters in Ala Moana Mall in Honolulu for a repair to my prescription sunglasses just a couple days ago. This wasn’t minor, I couldn’t even wear them in the condition they were in. Although they were not purchased there, Caitlin eagerly took on the challenge and within one minute made the needed repair that allowed me to wear my prescription glasses again! She was truly amazing with her abilities and proficiency in her customer care. She would not accept payment so please ask for her by name if you are in the area and need glasses to help me “pay it forward”.

A REAL SCAM

I went to LensCrafters for a routine exam. I'm only slightly nearsighted. I only need glasses for driving to read street signs; I don't need them for business signs or highway signs. I don't need glasses for reading at all. LensCrafters would not give me a prescription, told me I was "legally blind" and shouldn't be driving. What BS!! I can read a TV screen in the living room from the kitchen without glasses. I think they get a 'kickback' for recommending eye surgeons.

I had always bought my glasses at…

I had always bought my glasses at Costco. The lens seemed to scratch easily and the frame choice was limited. Recently I met a Lens Crafters employee at an event I was attending and he explained that they have various lens to choose from and if you have frames you like you can put the new lens in those frames. Well that was all I needed to hear. I went to my local lens crafters had an eye exam and I was impressed by the technicians performance and willingness to discuss my needs as far as my lens’s. I ordered my lens and gave the associate my frames. I saved a minimum of $400-$500 dollars. That made so much sense. Why buy frames if all one needs is new lens. The glasses arrived and during the girly inspection at the store they found a scratch on one lens so they sent the glasses back for a new lens. The came back and were ready for me to pick up in three days. The glasses are wonderful. My lens are progressive and transition. The progressive lens are perfect and easy to get use too. I like the experience so much my wife is going to them next for her lens to be put in her current frames.

I went to Lenscrafters in Daytona Beach…

I went to Lenscrafters in Daytona Beach Florida last year and purchased a pair of glasses with an expensive set of frames ( I don't remember the name ) and progressive lens with all the addon's; blue light, sun darkening, etc. The cost was over $700.00. In the store they looked and worked fine. After a few days I started to notice I was getting dizzy while wearing them. I planned to return to them and find out what the problem was, but I had an emergency in my family and had to leave town. I was gone almost 2 months. When I got back I went to Lenscrafters to get some help. They told me the vision area was not wide enough and I needed a more expensive lens, but their guarantee was only 30 days. I told them about my situation and that I would pay for the new lens. Their price was over $1000.00! just for the lens. How could they sell me lens and frame for $700 and then $1000 for replacement lens? This is sheer greed they saw someone they could take advantage of and tried. I left.